Desktop Support Technician,
Cambridge, MA, United States
Acción
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To provide technical support to end-users regarding computer hardware, software, telephony and audio/video troubleshooting and optimal set-up of equipment for software, hardware and network use.
Responsibilities
- Provide helpdesk support and resolve problems to the end user’s satisfaction always using the Help Desk tracking software and to escalate issues to next level as needed
- Provide support for audio and video conference infrastructure
- Provide support for printing/scanning/faxing infrastructure
- Provide support for phone system infrastructure
- Provide support for cellphones infrastructure
- Monitor and respond quickly and effectively to requests received through the IT Service Desk
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Modify configurations, utilities, software default settings, etc. for the local workstation
- Document and keep up to date internal procedures related to Front Office
- Install, test and configure new workstations and or laptops, peripheral equipment and software
- Report issues to the Service Desk for escalation
- Manage PC setup and deployment for new employees using standard hardware, images and software
- Responsible for some Data Center infrastructure
- Responsible for AC infrastructure of Data Center, assuring periodical and on demand maintenances and the relationship with AC vendors
- Keep all IT hardware and assets inventory updated making it possible to identify who has what at any moment
Qualifications
- Education: High School degree or equivalent required. Post high school Information Systems course work preferred.
- Certification: IT based certification preferred.
Skills:
- Demonstrated customer service skills.
- Basic knowledge of desktop operating systems and related software required.
- Ability to maintain good customer relations with the ability to explain complex solutions and problems to users (regardless of their technical ability), excellent problem solving and communication skills, and good technical documentation skills.